FAQs

To start the transfer to another extension

Press either the R key or Ext Call soft key (as indicated on the screen during the call) to place the call on hold.

The R key might be in the same key as other symbols, for example the “0” key. You will need to press and hold this button for a couple of seconds if this is the case to place the call on hold.

Enter the telephone number of the person you wish to transfer the call to and wait for it to start ringing. The call transfer will now be initiated.

Enabling Call Transfer on Your Phone:

If you are having issues using these keys then please make sure that these functions are active on your base station or phone. You can check this by logging into the web interface for your base station or phone.

Once you are logged into the web interface, go to the Settings tab and under Telephony select the Advanced VoIP Settings option

Under Call Transfer both options (“Use R key to initiate call transfer” and “Transfer call by on-hook”) should be ticked as “Yes”. If they are not, change both options to “Yes”

Click Set at the bottom of the page to save the settings.

DTMF Mode: Outband RFC2833

Advanced

Basic

Miscellaneous

Voicemail

type = peer,
secret = password,
username = 101,
host = domain.cloudtools.co.za,
from user = 101,
canreinvite=yes,
insecure=invite,port,
qualify=yes,
nat=yes,
port=5060,
context = from-trunk,
register => ,101:password@yourdomain.cloudtools.co.za/101

Inbound call center setup

1. Create users for each agent and link them to the agent user group.

2. Create the extensions for each agent and link the user using the user drop-down.

3. Create the agents and link them to the extension.

4. Create a Call Center Queue and assign your agents to tiers.

Outbound call center setup

1. Create users for each agent and link them to the agent user group.

2. Create the extensions for each agent and link the user using the user drop-down.

3. Create the agents and link them to the extension.

4. Create a list and assign the agent to the list.

5. Create dispositions in order to log the calls.

Connect to Internet – Wired

Connect a LAN Cable

Connect to Internet – Wireless

Click the Settings Button

Enable Wi-Fi

Select a Network

Put in your network password
Set your DNS to:
8.8.8.8
8.8.4.4

Log onto the web interface:

Click the center tick button to find the ip address of the phone.

Enter the IP Address into a web browser of a PC on the same network.

Username: admin

Password: admin

Enter the registration details

Click on the Account Tab and add details from Extension email sent to you as below:

Label: Extension Username as per email sent to you

Display Name: Extension Username as per email sent to you

Register Name: Extension Username as per email sent to you

Username: Extension Username as per email sent to you

Password: Extension Password as per email sent to you

Sip Server: Extension Sip Server as per email sent to you

Transport Type: TCP

Click Confirm

Refresh the Page

Check that the register status says: Registered

Go to the Account tab

On the left tab, click advanced

Ensure DTMF Type is RFC2833

Reboot the phone (Pull out the power plug and back in).

If not registered, double check the above details.

Check your Codecs

Click on Codecs and make sure you enable the following in order: PCMA(G711A), G729

ONT box signals.

On the Fibre ONT, ensure that the PON light is green and the LOS light is not flashing Red.

Ensure that the Fibre ONT LAN1 port is connected via cable to the Fibre Router WAN port.

How to login?

Using your smartphone, connect to the Wi-Fi of your router

Click on your active Wi-Fi connection

Select Manage Router

This should open your web browser to 192.168.0.1 or IP Address of your router in the user guide

On the Router Login Page, try the default credentials or the password you have set:

Username: admin

Password: admin

Setting up fibre credentials.

Depending on the type of Router you are using, Check that the Operations Mode to “Wireless Router Mode”.

Under LAN Settings

Choose Network and choose PPPoE with Dynamic IP

Change the username and password as per the Username and Password provided in the email sent to you and save.

STILL STRUGGLING?

Contact our helpdesk to help get you back online.

Connect your Gigaset Base to your ethernet input connector

Menu->Settings->Network

Get ip address

Make sure the computer you going to use for the ip address is connected to the same network as your base component

Login password : 0000

Settings->Telephony

To setup your phone, follow the below instructions.

Sim card slot:

Under the battery.

Connect to Wifi:

Menu

Wifi settings

Options – on

Select wifi network

Options – connect to network – enter password

SIP Details:

Menu

Account

Options – Details – add your SIP account details in here

Options – save

1. Access the IP Phone’s Web Interface

1. Find the IP Address: On the IP phone, access the menu to find its IP address. This is usually under the network settings or status information.
2. Open a Web Browser: Enter the IP address of the phone into a web browser to access the phone’s web interface. You might need to log in with the admin credentials.

2. Log In to the Web Interface

1. Enter Credentials: Use the admin username and password. If you haven’t changed these from the default settings, they might be something like admin / admin, or you might find them in the phone’s manual.

3. Locate Codec Settings

1. Navigate to Audio/Codec Settings: Look for a section related to audio settings, codec settings, or SIP settings. This might be under tabs like “Call Settings”, “Audio Settings”, or “SIP Configuration”.

4. Configure Codecs

1. Select Codecs: You’ll typically find a list of available codecs. Common codecs include G.711, G.729, G.722, and Opus. Check or uncheck the boxes to enable or disable specific codecs based on your needs.
2. Adjust Codec Order: Some interfaces allow you to set the order of preference for codecs. This determines which codec is used first if multiple codecs are available.

5. Save and Apply Changes

1. Save Settings: After selecting the desired codecs and settings, make sure to save or apply the changes. This might require clicking a “Save” or “Apply” button.

6. Reboot the Phone (If Necessary)

1. Restart: Some changes might require the phone to be restarted for them to take effect. Check if there’s an option to reboot the phone from the web interface.

7. Verify Configuration

1. Test Calls: Make a few test calls to ensure that the new codec settings are working as expected and that call quality is satisfactory.

Audio Codecs

G722 – High Quality

G711A – Standard Quality

G727 – Low Quality, High Speed

STILL STRUGGLING?

Contact our helpdesk to help get you back online.

1. Try accessing the internet

1. On your web browser type in www.google.com to test out.

2. Check the fibre box

1. Reboot your router and fibre box (ONT) and check your cabling and power adapters. Check that the lights on your fibre box (ONT) show an active fibre connection: Green ‘PON’ light.

CHECK THE ACCOUNT

Account status must enabled

Unlimited Channels or Airtime balance must be > 0

Check your access to our server
 

• Visit pbx.cloudtools.co.za from your browser.
• If you cannot access the site:
  • Switch off any phones on your network that may have a faulty password.
  • Go to the czone, choose your extension and click unblock my IP.

Check phone is registered

• Check registrations 
• Disable SIP ALG on the router
• Try swopping TCP and UDP protocol on the phone
• Double check your sip account credentials
• Try to register the extension on a different phone using a different network.

Disable SIP ALG and VoLTE on your internet router
 

• Obtain the IP Address of your router.
• Go to Internet ethernet properties – IPv4 Gateway.
• Enter IP on a new tab on your browser.
• Enter your router username and password.
• Go to Security Settings.
• Find and Disable SIP ALG, if the router has the feature.
• Find and Disable VoLTE, if the router has the feature.

Check your phone settings
Obtain IP address of the phone, by clicking the status button.
Enter the phones IP Address on a browser on the same network as the phone.

 

Log into your phone
Username: admin
Password: admin
 

• Username, password and SIP Server: As per phone setup details email
• Timezone: Africa/Johannesburg
• DTMF: RFC2833
• Codec Order: PCMA (ALAW), G729, G722
• Manual DNS: Primary DNS: 8.8.8.8 / Secondary DNS: 208.67.222.222

Reboot your phone by removing power cable.
If registration continues to fail, disable the Account 1 on the phone and register your details on Account 2.






If the above did not work for you
 

Send the following to helpdesk@cloudtelecoms.co.za:

1. Your number

2. The number you are dialling

4. Description of the problem.

CHECK ACCOUNT

Account status must enabled

Unlimited Channels or Airtime balance must be > 0

CHECK PBX CONNECTIVITY

Visit pbx.cloudtools.co.za to check access to our network.

IF NO ACCESS

Type in google, “What is my IP”

and paste it in https://156.0.96.60/app/extensions/unblock_ip.php

CHECK PHONE IS REGISTERED

Check registrations

https://156.0.96.60/app/registrations/registrations.php?key=e2e4e9a0-c678-45a2-97a2-e24f9f2481fa

Disable SIP ALG on the router
Disable VO LTE on the router

Try swopping TCP and UDP protocol on the phone

Double check your sip account credentials

Try to register the extension on a different phone using a different network.